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IT Service Manager - Newport

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Office for National Statistics

1mo ago

Applications are closed

  • Job
    Full-time
    Senior Level
  • IT & Cybersecurity
  • Newport

Requirements

  • Influence stakeholders and manage relationships effectively. Build long-term strategic relationships to facilitates and deliver business outcomes.
  • Take accountability of issues that occur and are proactive in searching for potential solutions.
  • Achieve excellent user outcomes.
  • See the bigger picture by taking groups of services, investigating how to get the best of underlying services.
  • Lead investigative work into problems and opportunities in existing processes, driving the collection of information and creation of recommendations for improvements. Can absorb large amounts of conflicting information and use it to produce solutions.
  • Are able to work under pressure and prioritise effectively, regularly assess business need and switching priorities to deliver quality outputs in a fast-paced environment.
  • Behaviours:
  • We'll assess you against these behaviours during the selection process:
  • Changing and Improving
  • Working Together
  • Communicating and Influencing
  • Seeing the Big Picture

Responsibilities

  • Manage a multi-skilled team of infrastructure engineers supporting IT delivery.
  • Provide excellent customer service to both our internal and external customers.
  • Be responsible for managing business relations within the organisation to enable IT delivery.
  • Lead and direct teams to ensure service level agreements (SLAs) and operational level agreements (OLAs) are in place with both Internal and external teams.
  • Liaise with wider IT service functions to ensure services are maintained.
  • Manage the day-to-day delivery of the services, prioritising as appropriate.
  • Plan and may schedule the testing and deployment of releases.
  • Deliver new functionality required by the business while protecting the integrity of existing services, identify risks and impact to the estate, escalating where appropriate.
  • Make sure that service asset and configuration items are properly controlled, and that accurate and reliable information about these assets is available when needed

FAQs

What is the primary responsibility of the IT Service Manager in this role?

The primary responsibility of the IT Service Manager is to manage, govern, and deliver the Corporate Technical Support Service, ensuring effective service availability, performance, and process maturity through a customer-centric approach.

Is on-site attendance required for this position?

Yes, on-site attendance at the Newport office location is required 5 days per week due to the nature of this role.

What kind of team will the IT Service Manager be overseeing?

The IT Service Manager will manage a multi-skilled team of infrastructure engineers who support IT delivery across multiple locations.

What essential skills are required for the IT Service Manager?

Essential skills include the ability to influence stakeholders, manage relationships effectively, take accountability for issues, achieve excellent user outcomes, and work under pressure while prioritizing effectively.

Will the IT Service Manager need to handle service level agreements?

Yes, the IT Service Manager will be responsible for leading and directing teams to ensure that service level agreements (SLAs) and operational level agreements (OLAs) are established and maintained.

What type of experience is sought for this role?

Candidates are expected to have experience in delivering quality outputs in a fast-paced environment and a proven record of stakeholder management with both internal and external customers.

How will communication skills be assessed in the selection process?

Communication skills will be assessed based on the candidate's ability to handle challenging conversations, influence stakeholders, and effectively manage business relations within the organization.

What behaviours will candidates be evaluated against during the selection process?

Candidates will be assessed against the following behaviours: Changing and Improving, Working Together, Communicating and Influencing, and Seeing the Bigger Picture.

What is expected from the IT Service Manager regarding service asset and configuration management?

The IT Service Manager is expected to ensure that service asset and configuration items are properly controlled, and that accurate and reliable information about these assets is available when needed.

What approach should the IT Service Manager take towards existing processes?

The IT Service Manager should lead investigative work into problems and opportunities in existing processes, aiming to drive improvements through data collection and solution recommendations.

Office for National Statistics

The UK's largest independent producer of official statistics and the recognised national statistical institute of the UK

Government
Industry
1001-5000
Employees

Mission & Purpose

We’re the Office for National Statistics (ONS), the UK’s largest independent producer of official statistics. The statistics we gather make a real difference, helping people make important decisions for the nation and our communities on everything from health and education to the environment and the cost of living. We’re responsible for the census that happens every ten years and share information and analysis about some of the UK’s most topical issues. Based on feedback from colleagues, the ONS has been named by Glassdoor as one of the best places to work in the UK in 2023. We’re the first Civil Service department to make it into the top 50.